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How long has your average wait time been when contacting the Customer Centre?

New Here ,
Mar 17, 2019

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I want to cancel my Adobe Creative Cloud for Teams membership as we found out my organisation has an Enterprise account.

I am waiting for 18mins on the call as I am typing this and no one has responded.

This is absolutely abhorrent. People say this is a User to User forum and not to post such posts here, but I am sure many people have had the same issues trying to connect with someone.

I have tried several times to make contact. The Chat feature is always unavailable and no one answers the phone.

How are paying customers supposed to contact the Customer Support team?

At least make a support email address available. Starting to feel that it was a mistake signing up.

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How long has your average wait time been when contacting the Customer Centre?

New Here ,
Mar 17, 2019

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I want to cancel my Adobe Creative Cloud for Teams membership as we found out my organisation has an Enterprise account.

I am waiting for 18mins on the call as I am typing this and no one has responded.

This is absolutely abhorrent. People say this is a User to User forum and not to post such posts here, but I am sure many people have had the same issues trying to connect with someone.

I have tried several times to make contact. The Chat feature is always unavailable and no one answers the phone.

How are paying customers supposed to contact the Customer Support team?

At least make a support email address available. Starting to feel that it was a mistake signing up.

TOPICS
Creative Cloud

Views

442

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Mar 17, 2019 1
New Here ,
Mar 17, 2019

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** Update **


I did manage to speak with someone through the Chat feature (thank the heavens) and cancelled the membership. Fortunately, it was with 14 days so full refund was processed.

I would recommend everyone trying to get in touch with Adobe to do it via the Chat feature.

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Mar 17, 2019 2
Adobe Community Professional ,
Mar 18, 2019

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To answer your first question, wait times vary by region, time zone and how many people are currently holding or waiting in the queue.     My online chat experiences have always been pretty good.

Nancy O'Shea, ACP
Alt-Web.com

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Mar 18, 2019 1
New Here ,
Apr 16, 2020

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I was dropped by the chat yesterday regarding a series of crashes from upgrades from the Creative Cloud. I called the support number after waiting for another response and just for the record, held for 2 hours and 19 minutes before disconnecting. 

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Apr 16, 2020 0
New Here ,
Apr 16, 2020

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I was on chat with someone and the whole process took 45 minutes. I spoke with Priya who was no help and asked for her supervisor. then spoke with Arvind and he promised he would set up a call back with higher level tech and send me an email with the time today.  I have never received any email. I then called last night and was on hold for 2 hours and 39 minutes and then the call disconnected.  Apple has identified the problem and it is an adobe cc node running in the background taking up all my memory.  Only adobe can uninstall, meanwhile I am having huge problems working from home.  I cannot believe that I have to deal with this lack of support.

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Apr 16, 2020 0
Adobe Community Professional ,
Apr 16, 2020

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NOTE: The pandemic is effecting all sectors. There are fewer available agents, demand is very high and wait times may be longer than normal. Please be patient during this very difficult time.

 

Nancy O'Shea, ACP
Alt-Web.com

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Apr 16, 2020 0